CHC43115 Certificate IV in Disability: Manage Disability Support Compliance Assessment Workbook 2

This is Assessment Workbook 2 for CHC43115 Certificate IV in Disability: Manage Disability Support Compliance. It covers legal and ethical compliance, safe work practices for direct client care, and person-centred service responses. The workbook includes a Knowledge Assessment, Case Studies, and Project Assessment. The resources required for assessment include a computer with internet access, installed software, access to relevant legislation, and at least two volunteers for roleplaying activities.

CHC43115 Certificate IV
in
Disability
Manage Disability Support
Compliance
Version 3.1 Produced 2 September 2021
Assessment Workbook 2

Copyright © 2017 Compliant Learning Resources. All rights reserved. No part of this publication may be
reproduced or distributed in any form or by any means or stored in a database or retrieval system other than
pursuant to the terms of the Copyright Act 1968 (Commonwealth), without the prior written permission of
Compliant Learning Resources
Assessment Workbook 2 Version No. 3.1 Produced 2 September 2021
Page 2 © Compliant Learning Resources

Version control & document history
Date Summary of modifications made Version
4 September 2017 Version 1 final produced following assessment
validation. 1.0
24 October 2017
Version 1.1 final produced following results of
internal validation and SME review.
 Minor changes made to wording and
grammar
 Added Questions 1 and 2 to Case Study 1
Task 1
1.1
17 January 2018
Version 2.0 produced with the following
updates:
 Amendments in Knowledge Assessment:
o Part 1B – Question 1: Removed
references to ACWA
o Part 1B – Question 3: Question
updated; Removed reference to
Disability (Mandatory Reporting) Bill
2012 (South Australia)
o Part 1B – Question 4: Removed
o Part 1B – Question 7: Added guidance
to answer fields
o Part 2B Question 7 – updated answer
fields
 Amendments in Case Studies:
o Case Study 1 – Task 1 Question 2:
added “breach” to column headers
o Case Study 2 – Task Question 1:
updated answer fields
o Changed “Additional Case Study
Activities” to “Supplementary
Activities”
o Resized picture content control for
responses
 Minor changes in wording and format.
2.0
2 February 2018 Shortened introduction and removed
declaration 2.1
25 July 2019 Fixed the hyperlink in Part1A – Question 14 2.2
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09 August 2019 Fixed the hyperlink in page 50 2.3
08 October 2019 Deleted instructions to send an email to the
assessor.(Case Study 3, Task 2, Question 1) 2.4
06 April 2020 Updated the links in Part 1-A Question 14. 2.5
23 April 2020
Updated Case Study 4 Task 2 Injury Form.
Updated sample complaints policy links in
page 81.
2.6
02 June 2020
 Removed linked Lotus Compassionate
Care documents.
 Updated instructions in:
o Knowledge Assessment, Part 1B,
Question 6 in page 53
o Case Study 4, Part 2, Task 1 in page
105
2.7
14 September
2020
Updated instructions for Knowledge
Assessment Part 1B, Question 5 on page 51. 2.8
16 September
2020
Replaced the link for White Ribbon Australia
Complaints Handling Policy and Procedure in
Case Study 2, Task 2 with a link to QCROSS’s
Feedback, Complaints, and Appeals Policy and
Procedure
2.9
16 October 2020 Amended Part 1A, Item 27. 3.0
2 September 2021
 Added guidance to criteria 1 and 2 of
Case study 2 Role Play Task Assessor
Checklist
 Updated the feedback link.
3.1
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TABLE OF CONTENTS
This is an interactive table of contents. If you are viewing this document
in Acrobat, clicking on a heading will transfer you to that page. If you
have this document open in Word, you will need to hold down the Control
key while clicking for this to work.
TABLE OF CONTENTS......................................................4
INSTRUCTIONS................................................................5
THE UNITS OF COMPETENCY.........................................6
CONTEXT FOR ASSESSMENT..........................................7
ASSESSMENT REQUIREMENTS......................................7
ASSESSMENT METHODS.................................................8
RESOURCES REQUIRED FOR ASSESSMENT...................9
KNOWLEDGE ASSESSMENT..........................................10
Part 1A – Legal and Ethical Compliance...............................................10
Part 1B - Legal and Ethical Compliance................................................38
Part 2A – Safe Work Practices for Direct Client Care...........................58
Part 2B - Safe Work Practices for Direct Client Care...........................63
PRACTICAL ASSESSMENT.............................................76
Instructions to Candidate..................................................................76
CASE STUDIES...............................................................77
Case Study 1 – Alex...............................................................................77
Task 1. Questions................................................................................................................................78
Task 2. Taking Action.......................................................................................................................79
Case Study 2 – Clark...........................................................................80
Task 1. Questions................................................................................................................................81
Task 2. Developing a Clear Complaints Policy and Procedures..............................82
Case Study 3 – Eliza............................................................................85
Task 1. Questions................................................................................................................................86
Task 2. Developing and Communicating Policies and Procedures.......................88
Supplementary Activities...................................................................91
Task 1. Roleplaying Activity: Communicating Policies and Procedures............91
Task 2. Distributing Policies and Procedures...................................................................94
Case Study 4 – Dennis Kyle...................................................................99
Part 1........................................................................................................................................................100
Part 2........................................................................................................................................................105
Roleplaying Activity.........................................................................................................................107
PROJECT ASSESSMENT...............................................110
SUBMITTING YOUR ASSESSMENT.......................................113
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WORKBOOK CHECKLIST.............................................114
FEEDBACK.......................................................................116
INSTRUCTIONS
The questions in this workbook are divided into three categories:
Knowledge Assessment, Case Studies and Project.
The Knowledge Assessment covers generic underpinning knowledge of
basic terms and concepts relating to the relevant units of competency.
These questions are all in a short answer format. The longer questions
requiring creative thought processes are covered in the Case Studies
and Project Assessment. You must answer all questions using your
own words. However, you may reference your Learner Guide and other
online or hard copy resources to complete this assessment.
Some questions cover processes you would be likely to encounter in a
workplace. Ideally, you should be able to answer these questions based
on the processes that are currently in place in your workplace. However,
if you do not currently have access to a workplace, then answer the
questions based on processes that should be implemented in a typical
workplace setting.
Accessing Intranet Pages and External Links
There are instructions in this workbook that will refer you to intranet
pages and or external links. These intranet pages and external links are
formatted in Blue Underlined Text.
To access these, hold the Ctrl key for Windows users or the Command ⌘
key for Mac users while clicking on these links.
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THE UNITS OF COMPETENCY
The units of competency specify the standards of performance required
in the workplace.
This assessment addresses the following unit(s) of competency from
CHC43115 - Certificate IV in Disability:
CHCLEG003 - Manage legal and ethical compliance
1. Research information required for legal compliance
2. Determine ethical responsibilities
3. Develop and communicate policies and procedures
4. Monitor compliance
5. Maintain knowledge of compliance requirements
HLTWHS002 - Follow safe work practices for direct client care
1. Follow safe work practices for direct client care
2. Follow safe work practices for manual handling
3. Follow safe work practices for infection control
4. Contribute to safe work practices in the workplace
5. Reflect on own safe work practices
and partially addresses CHCDIS005 - Develop and provide person-
centred service responses.
For complete copies of the above units of competency:
Download them from the TGA website: www.training.gov.au
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CONTEXT FOR ASSESSMENT
To complete the assessments in this workbook, students need to have
access to their learning materials and the Internet. The written questions
and project may be completed wholly at the student’s home or chosen
place of study.
ASSESSMENT REQUIREMENTS
The assessment requirements specify the evidence and required
conditions for assessment.
Each unit of competency can be unbundled to reveal three key
assessment components:
1. Performance Evidence
- describes the subtasks that make up the element of the unit
2. Knowledge Evidence
- describes the knowledge that must be applied to understanding
the tasks described in the elements
3. Assessment Condition
- describes the environment and conditions that assessments
must be conducted under
The associated assessment method in this kit covers all of these
components as detailed in the matrix to follow:
Units of
Competency
Assessment Activities
CHCLEG003
HLTWHS002
CHCDIS005
Knowledge Assessment   
Case Studies  
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Project 
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ASSESSMENT METHODS
There are seven (7) Assessment Workbooks for the course. Six (6) of
which are Theory Workbooks and one (1) is the Skills Workbook. This is
Theory Workbook 2.
Theory Workbooks
The theory workbooks use the following assessment methods:
1. Knowledge Assessment – A set of generic and workplace
questions testing the student’s general knowledge and
understanding of the general theory behind the unit.
2. Case Studies – Detailed scenarios and simulated environments
providing all necessary information required to complete relevant
tasks and activities.
The theory workbooks in this course are as follows:
Workbook 1 – Support Independence and Wellbeing
Workbook 2 – Manage Disability Support Compliance
Workbook 3 – Work with Diversity
Workbook 4 – Support and Empowerment of People with Disability
Workbook 5 – Provide Person-Centred Services
Workbook 6 – Home and Community Support
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Skills Workbook
The Skills Workbook contains the practical assessment which covers all
units of competency of CHC43115 - Certificate IV in Disability.
These practical assessment activities will be completed during the course
of your vocational placement.
You should not commence with the Skills Workbook until you have
completed the six (6) theory workbooks and have received
feedback from your assessor.
The assessment method used in the skills workbook includes:
1. Practical Assessment – A set of tasks or activities completed
according to set instructions and guidelines to meet the
requirements of the relevant units. These tasks and activities
require you to have access to a workplace.
The Skills Workbook in this course is:
Workbook 7 – Skills Workbook
RESOURCES REQUIRED FOR ASSESSMENT
Candidate will need access to:
 Computer with Internet and email access and a working web
browser
 Installed software: MS Word, Adobe Acrobat Reader
 Access to legislation relevant to the disability support services
industry, including codes of conduct, WHS legislation, practice
standards, etc.
 At least two (2) persons who will volunteer in the roleplaying
activities
 Video camera or a mobile phone with video and audio recording
capabilities
 At least five (5) people who have email accounts
 Printer to print policies and procedures in the Case Study
assessment
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KNOWLEDGE ASSESSMENT
Part 1A – Legal and Ethical Compliance
1. Below are statements about the relationship between human rights
and human needs. Select the three (3) statements that are true.
i. The purpose of human rights is to satisfy human needs.
ii. Human rights and human needs are universal.
iii. Human rights entitle the person to have their basic
human needs met.
iv. Human rights are based on a legal obligation while
human needs are fundamental for survival.
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2. From the options below, select the three (3) situations that
correctly demonstrate the fulfilment of human needs and human
rights in the context of disability support.
i. A female support worker, who is three months
pregnant, was requested by her supervisor to resign
from work as she may not be able to fulfil her duties
well with her condition.
ii. An Aboriginal worker, who plans to attend a cultural
activity in their community, has been refused a
community service leave.
iii. A client is showing signs of aggressive behaviour by
yelling and hitting the support worker with his crutch.
The support worker steps out of reach and talks to the
client calmly to defuse the situation.
iv. A client has been admitted to a community residential
unit because of suspected abuse by a family member.
The client tells the service provider that they want to
go back and live in their own home, to which the
service provider approves.
v. One of the male clients dislikes the support worker
assigned to him. He files a complaint with the service
provider and accuses the support worker of neglecting
his duty of care.
The supervisor tells the client that the situation will be
investigated.
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3. From the options below, select the five (5) human rights
instruments or tools used in the workplace.
i. Charter of clients’ rights and responsibilities
ii. Financial assessment to determine whether a client can
pay for services
iii. Organisational policies and procedures relevant to
client complaints
iv. Plain English documentation that helps explain
legislation
v. Continuous improvement policy and procedures
vi. A person-centred approach to service delivery
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4. Match the following human rights-based approaches to their
correct definition.
a. Accountability
b. Empowerment
c. Legality
d. Non-discrimination and Equality
e. Participation
Write the letters of your answers in the spaces provided.
e i. Everyone has the right to be involved in decisions
concerning their human rights.
a
ii. It requires effective monitoring of compliance with
human rights standards, achievement of human rights
goals and effective remedies for human rights
breaches.
d
iii. All forms of discrimination must be prohibited,
prevented and eliminated with priority given to people
in the most marginalised or vulnerable situations.
c
iv. The law recognises human rights and freedoms as
legally enforceable entitlements and that the law itself
is consistent with human rights principles.
b
v. Everyone is entitled to claim and exercise their rights
and freedoms. Individuals and communities need to
understand their rights and participate fully in the
development of policies and practices that affect their
lives.
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5. Match the following provisions in the human rights framework to
their application in organisations providing health and community
services, including disability support services.
a. Reaffirm
b. Educate
c. Engage
d. Protect
e. Respect
Write the letters of your answers in the spaces provided.
e
i. Achieving greater respect for human rights principles
within the community through the review of legislation,
policies and practices to ensure compliance with the
seven core treaties of the UN human rights, and to
consolidate anti-discrimination laws.
d
ii. Improving human rights protections including greater
parliamentary scrutiny as each legislation introduced
will be aligned with the seven core treaties of the UN
human rights, of which Australia is a party.
c
iii. Enhance engagement on human rights issues through
the development of action plans to improve the
protection and promotion of the human rights.
b
iv. Stress the importance of human rights education by
using funds from the government to promote
awareness programs for better understanding of
human rights.
a
v. Support service providers and the community assert
human rights by promoting awareness and
understanding.
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6. The statements below refer to the rights of employers, workers,
and clients in disability support services.
Identify whose rights are described by the statement by writing the
following letters in the spaces provided for:
E – if it relates to employers’ rights
W – if it relates to workers’ rights
C – if it relates to clients’ rights
c i. The right to be involved in deciding what support will
meet their needs.
e
ii. Right to appoint and dismiss workers in accordance
with proper procedures and to expect reasonable
performance from their employees.
w iii. Have their professional qualifications and capabilities
acknowledged.
w iv. Right to ongoing training and a safe supportive work.
e
v. Establish grounds for entitlements such as sick leaves,
superannuation, workers’ compensation, and
insurances.
c
vi. The right to be provided with information on how to
give feedback or complaints about the services
received.
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7. The statements below refer to the responsibilities of employers,
workers, and clients in disability support services.
Identify whose responsibilities are described by the statement by
writing the following letters in the spaces provided for:
E – if it relates to employers’ responsibilities
W – if it relates to workers’ responsibilities
C – if it relates to clients’ responsibilities
E
i. Seek professional advice from other staff who provide
assessment, individualised care planning, treatment,
etc. to the client.
E ii. Provide a safe workplace for all workers, clients and
stakeholders.
W iii. Respect the wishes of the client regarding their support
and service.
C iv. Provide enough information to the service provider to
assist them in developing the support plan.
W v. Follow the terms and conditions of the written
agreement with the service provider.
E
vi. Provide information, training, instructions, and
supervision to workers so they can safely perform their
tasks.
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8. From the options below, select the three (3) disability support
practices which are prohibited by law.
i. Changing the client’s support plan without consulting
with the client.
ii. Leaving client’s personal records in a public area.
iii. Referring a client to another organisation if they are
unsatisfied with your organisation’s service.
iv. Refusing service to a client who has limited or no
knowledge of the English language.
v. Reporting suspected abuse or neglect to clients.
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9. From the options below, select the five (5) effective techniques for
monitoring compliance in disability support services.
i. Ad hoc inspections
ii. Audits
iii. Continuing professional education
iv. Risk assessment
v. Team meeting
vi. Washing client’s clothing
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10. The following statements are about the auditing and inspection
framework for disability support service providers. These are taken
from the proposals in the NDIS Quality and Safeguarding
Framework, to be implemented when the transition period has
been completed.
Write T if the statement is True, and F if the statement is False.
T i. The government undertakes the certification audits.
T
ii. The audit process will include a range of techniques to
assess compliance, including document reviews,
observations during site visits, and assessing
performance based on the lived experience of
participants (captured through conversations with
participants and families and observation).
T
iii. Audits against the NDIS practice standards will be
undertaken by trained third-party auditors, accredited
by an auditing body.
T iv. The clients will select the auditor as the service
provider.
T
v. Providers will generally need to be re-certified every
three years. A shorter review cycle can be imposed on
service providers with a history of serious non-
compliance, while a longer review cycle can be
imposed on service providers with good compliance
track records.
F vi. The audit methodology will be the same for all service
providers, regardless of the size of the organisation.
F
vii. The documents to be reviewed in the auditing process
include organisational policies and procedures, person-
centred plans, progress notes and behaviour support
plans.
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F viii. Audits are never done within the organisation.
T
ix. Before auditing by a third- party auditor, organisations
typically hold an internal audit in which managers
review organisation documents, observe work
performance and interview staff, clients and their
families.
11. The Disability Services Act 1986 states the sanctions that can be
imposed if a disability support service provider fails to comply with
its requirements.
Select the three (3) correct sanctions from the options below.
i. The Minister may make a declaration stating that the
organisation is not meeting the applicable standards in
respect of the service.
ii. The Minister may make a declaration stating that the
organisation is in breach of the condition of the grant
in subsection 10(3A) or paragraph 12AB (4) (a).
iii. The Minister may make available to the public the
name and address of the service that is the subject of
the declaration, the details of the eligible organisation’s
failure to meet the applicable standards or to hold the
certificate of compliance and the actions taken in
respect of the eligible organisation’s failure.
iv. They will pay charges to the Department of Human
Services.
v. They may be asked to reimburse payments charged to
clients.
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12. From the options listed below, select the two (2) certifications
that are mandatory for disability support workers.
i. Insurance Policies
ii. Student Visa
iii. First Aid Certificate
iv. Police Check
13. From the list below, select the four (4) training requirements
support workers working in disability support are required to have.
i. Ironing client’s clothes
ii. Dealing with clients with challenging behaviours
iii. Food handling tasks
iv. Hazardous manual tasks
v. Infection control
vi. Life coach training
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14. To be a registered provider under the National Disability
Insurance Scheme (NDIS), service providers need to register with
the National Disability Insurance Agency (NDIA). For more
information on the application process and specific application
requirements for each State and Territory, visit these links:
https://www.ndiscommission.gov.au/providers/provider-registration
https://www.ndiscommission.gov.au/document/786
https://www.ndiscommission.gov.au/sites/default/files/documents/2019-07/
provider-application-registration-process-guide-2019-3.pdf
https://www.ndis.gov.au/media/865/download
Using the information from the links above, complete the table
below by doing the following:
a. Specify the State or Territory you live in.
b. List the rules, regulations and agreements service providers
must abide by to become an NDIS registered service
provider.
State/Territory Australia
Rules, regulations
and agreements
that must be
followed
You may add more text fields as necessary.
 Comply with the conditions of registration
state on certificate of the registration.
 Comply with the NDIS Codes of conduct in
organization and these are comply with
section 73G of the NDIS Act 2013.
 These must contain provider funding
aggrements.
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15. The following are business insurances required for community
residential support services/disability support service providers.
a. Personal accident insurance
b. Public liability
c. Workers compensation insurance
Match the type of insurance to its purpose. Write the letter of your
answer in the spaces provided for.
A
i. This insurance is used by the service provider as
protection when people outside the organisation claim
negligence, causing damage or injury, due to the service
provider’s operations.
C
ii. It is a compulsory insurance that covers expenses such
as wages and medical bills if the community worker is
injured while conducting work.
B
iii. This insurance covers members, volunteers, officials or
participants for any out-of-pocket expenses if the person
incurred any injury, disability or death while conducting
work on behalf of the organisation.
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16. Disability support service providers are assessed against the
National Standards for Disability Services as part of compliance
measures. These standards are listed below:
Six National Standards for Disability
Services
Standard 1: Rights
Standard 2: Participation and Inclusion
Standard 3: Individual Outcomes
Standard 4: Feedback and Complaints
Standard 5: Service Access
Standard 6: Service Management
Identify which standard covers the following issues listed below by
writing the number (1, 2, 3, 4, 5, or 6) of the standard in the
spaces provided for.
1 i. Dignity and respect
6 ii. Compliance with workplace-related legislation and
regulation
2 iii. Promoting a valued role for people with disability in
public and private life
3
iv. Collaboration and dialogue between the individual and
the service provider regarding the nature of service or
support to be provided
5 v. Transparent and consistently applied service
commencement and leaving service processes
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4 vi. Clear and regular communication about how to
provide feedback including how to make a complaint
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17. The following are the steps that organisations, including
services providers, typically follow when developing their plans,
policies, and codes of conduct for service delivery.
a. Planning and consultation
b. Research and defining policy terms
c. Drafting the policy
d. Implementing the policy
e. Monitoring compliance
Match each step to its correct definition. Write the letter of your
answer in the spaces provided for.
A
i. As part of continuous improvement efforts, policies are
evaluated and reviewed. This can be done through
gathering feedback and other methods of gathering data
to identify areas where policies can further be improved.
D
ii. Policies are applied throughout the organisation. The
policy becomes effective throughout the organisation or
to everyone whom it applies. It includes actioning
breaches as they occur.
C
iii. It mainly involves the approval and support of senior
management to implement a new policy or to modify an
existing one. This also involves consultation with other
relevant stakeholders, e.g. gathering feedback from staff.
E
iv. These involve defining key terminologies that will be
used in the policy. This is to ensure that everyone is on
the same page. This step will clearly distinguish what is
within policy and what is against the policy. This also
includes defining the scope of the policy; to whom does
this policy apply.
B
v. The policy is put into writing. This may involve several
rewriting and review by management and even
stakeholders. Drafting the policy may mean publishing
the policy in the organisational staff handbook or other
similar documents used in an organisation.
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18. Jack is a 17-year-old client in-home care whom you support with
activities of daily living (ADLs). He has Duchenne muscular
dystrophy, though he is still partially mobile.
One day, you happen to catch a glimpse of his feet, and you were
quite surprised to see them full of minor cuts and blisters. You ask
him about his injuries and he does not seem to feel them at all. You
also notice that his nails are long. You suspect that he has
undiagnosed diabetes as you have recognised these signs from other
clients.
You are concerned about Jack’s injuries, as people diagnosed with
diabetes take longer to heal.
Given your work role, select the five (5) tasks that you could do to
assist the client.
i. Apply Sorbolene cream on Jack’s feet.
ii. Contact a podiatrist.
iii. Diagnose Jack’s illness.
iv. Record your observation in Jack’s progress notes.
v. Remind Jack to put on his shoes when walking around
the house.
vi. Report to your supervisor that Jack has diabetes and
start diabetes treatment.
vii. Bring Jack to a doctor to have him tested for diabetes.
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19. From the options below, select the two (2) situations which violate
professional boundaries between clients and support workers in the
workplace.
i. A family member of a client gives you $100 and asks you
to you to pay extra attention to the client.
ii. A support worker feels burnout from work. The client
notices this and asks the support worker to share her
thoughts and feelings. After a quick talk, the support
worker feels better.
iii. One of the clients availing respite care services is a
recovering alcoholic. During one of their morning walks,
the client asks the support worker to walk him to the
bottle-o because he feels upset. The support worker
refuses.
iv. A client who has been in a group home for a long time
has passed away. The client’s family, while grieving, is
thankful to the support worker who took care of the
client. They invite the support worker to come to their
family gathering but the worker politely declines the
invitation.
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20. Select the six (6) reliable sources of information about compliance
requirements from the options below.
i. Federal Register of Legislation (www.legislation.gov.au)
ii. Legal specialists (e.g. lawyers)
iii. Relevant legislation and regulations
iv. Newspapers, tabloids, and magazines
v. Peak bodies and industry associations
vi. Local, State/Territory, national government bodies
vii. Social media platforms (e.g. Facebook and Twitter)
viii. Relevant supervisors, managers, or other industry
personnel
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21. From the options below, select the two (2) correct sources of Easy
English or Easy Read documentation about legislation for disability
support services.
i. Cultural interpreter
ii. Guiding documents officially published by the relevant
government departments or regulatory agencies
iii. TGA (www.training.gov.au)
iv. Official or organisational websites of relevant
government departments, regulatory agencies, and
industry associations
v. Federal Register of Legislation (www.legislation.gov.au)
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22. Which of the following options are plain English versions of
legislation relevant to disability support services? Select the three
(3) correct responses.
i. Australian Human Rights Commission Act 1986
ii. Easy-read version of the United Nations Convention on
the Rights of Persons with Disabilities (UNCRPD)
iii. National Standards for Disability Services Easy Read
version
iv. A Brief Guide to the Disability Discrimination Act
v. Disability Act 2006 Easy Read Information Sheets
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23. Access the Easy English version of the National Standards for
Disability Services from this link:
National Standards for Disability Services
Answer the questions below.
a. Go to the chapter on Standard 3: Individual Outcomes, found
on page 18. Quote the opening sentence of the chapter.
b. Under the chapter on Standard 3: Individual Outcomes, you
will find a section titled “What should my service do?” Quote
the first three (3) bullet points listed there.
a. Opening sentence:
Your services supports you to make choices about what you want
to do. you can work towards your goals.
b. What should my service do?
Your service should:
 Let you make choices.
 Assist in making the goals as well as supports you to reach
them.
 Work with other services if that's what is needed to reach
your goals.
 Notice the things you are good at
 Let you seek support from other people such as family,
friends and an advocate if you want to.
 Respact everything about you when you are making choice
and decisions which is including your age, whether you are
a man or women, your cultural background, religion or
faith. yoyr sexuality, wether or not you are married.
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24. Select the five (5) ways by which disability support service
providers can ensure they remain up-to-date with compliance
requirements.
i. School reports
ii. Subscribe to regulator updates
iii. Subscribe to legislative update email lists
iv. Subscribe to industry body updates
v. Attend industry conferences and training
vi. Social media
vii. Subscribe to funding body updates
viii. Word of mouth
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25. Select the four (4) statements that refer to the responsibilities of
managers when developing policies and procedures in the
workplace.
i. Limit consultative activities to management level only.
There is no need to consult staff about policies to be
developed or modified.
ii. Identify and define the problem or issue that brings the
need to develop or modify a policy.
iii. Gain the proper approval and endorsement before
implementing the policy and procedures (e.g. Board,
Committee of Management) as required in the
organisation.
iv. Establish the policy development process by creating an
action plan of what needs to be done, including research,
consultation, and policy writing tasks, by whom, and
when.
v. Provide feedback and complaints to staff members.
vi. Conduct research including reading similar policy
documents, relevant legislation, seeking legal advice, and
consulting with experienced staff and regulatory
authorities.
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26. Select the four (4) statements that refer to the responsibilities of
managers when monitoring policies and procedures in the
workplace.
i. Establish how often implemented policies and
procedures are reviewed (e.g. quarterly and/or annually).
ii. Maintain documentation of the review process conducted
on implemented policies and procedures.
iii. Identify stakeholders responsible for reviewing and
monitoring implemented policies and procedures.
iv. Provide feedback and complaints to staff members.
v. Gain the proper approval and endorsement before
implementing changes in policies and procedures.
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27. Access and review the vision, values, planning policy guidelines
and template from this link:
Standard 1: Governance and Management
Match each of the following sections of the policy to the type of
information they contain.
a. Policy statement
b. Scope
c. References
d. Definitions
e. Procedure
f. Review
Write the letter of your answer in the spaces provided for.
b i. Section indicating which services, stakeholders and staff
the policy will apply to.
d ii. This section explains unfamiliar terms
e
iii. This is the organisation’s position on a particular issue
and leads into procedures. These procedures direct staff
on how to act and implement the policy
f
iv. Section indicating how often this policy will be reviewed,
who will be responsible for reviewing the policy,
describing the process of how the policy will be
reviewed, and how the policy decisions will be
documented and communicated.
c
v. This section lists the relevant regulation, legislation, etc.
as per the mandatory requirements in the service
standards
a
vi. This section includes a set of instructions to accomplish
something in a certain manner, and covers mandatory
requirements in the service standards
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Continued from Part 1A – Question 27
28. Which of the following are liabilities of managers in relation to the
anti-discrimination laws in disability support services?
Select the three (3) correct responses from the options below.
i. Act in a non-discriminatory way towards clients and staff.
ii. Ensure that client has been informed of service to be
delivered to them.
iii. Investigate on complaints concerning bullying,
discrimination and harassment to staff and/or clients.
iv. Secure and store personal records of staff and client
according to the organisation’s record-keeping policies.
v. Take reasonable steps to prevent workplace
discrimination and harassment.
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29. From the list below, select all the essential requirements to work
as a disability support worker.
i. Demonstrated experience as a disability support worker
in a community or in-home setting.
ii. A Certificate III or IV in Early Childhood and Care or
similar (or be willing to undergo further training to
improve skills).
iii. An ability to create supportive and professional working
partnerships with consumers to promote their
independence.
iv. Excellent interpersonal skills including working
positively with others, problem-solving and dealing with
conflict.
v. A current Level 1 First Aid certificate.
vi. A satisfactory current police check and a working with
children check.
vii. Current driver’s license (considered favourably).
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Part 1B - Legal and Ethical Compliance
1. Access references (e.g. online, source documents) about the legal
and ethical frameworks relevant to disability support services.
Complete the table for each of the following:
a. Specify one (1) piece of legislation that support workers must
comply within the given framework.
b. Find a code of ethics/practice/conduct for disability support.
Specify the code of ethics/practice/conduct that applies to the
given framework, including the title of your reference. A
sample response is provided below for your reference.
Guidance: If you are currently in a workplace, you may refer
to the code of ethics/practice/conduct used by the
organisation.
c. Briefly explain how each framework is applied in the
workplace.
Guidance: You may refer to pieces of legislation and code of
ethics/practice/conduct that apply in your State/Territory.
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Legal and
Ethical
Framework
Legislation Code Of Ethics/Practice Application in the
Workplace
Privacy,
confidentiali
ty and
disclosure
Privacy Act
1988
Reference: Better Caring Code of Conduct
(https://bettercaring.com.au/help/code_of_conduct/)
Personal information
disclosed or collected
from clients must be
kept private. Informed
consent must be
considered when
disclosing information.
Specific principle/guideline:
Keep confidential all personal information and
records of the Care Consumers. This includes but is
not limited to; the safe storage of information
required to carry out the appropriate care as
requested by the Care Consumer.
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State/
Territory: Australia
Legal and
Ethical
Framework
Legislation Code of Ethics/Practice Application in the
workplace
Children in
the workplace
Child protection
act 1999
The main principle for administrating this
act that th safety, well being as well as
best interest of child care paramount. this
is respinsible for the child's development,
protection as well as upbringing.
This is provide the care,
protection, maintainance
and welfare, traning and
rehabitation of neglected
or delinquent children.
this is protects the
children as well as young
people from significant
harm caused by abuse or
neglect within family.
Reference: Child protection legislation
(https://www.cyjma.qld.gov.au/protecting-
children/about-child-protection/child-
protection-legislation)
Codes of
conduct
The NDIS Code of
Conduct
These are act with the respact for
individual rights to freedom of expression,
self-determination and decision making in
accordance with relevenrt lawa and
convention.
The code of conduct for
disability services
workers applied an
obligation of zero
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tolerance opf abuse of
people with a disability
as well as prescribed
behaviour expeacted of
them as a disability
service worker and the
requirements of
disability services
provider organizations.
Reference: NDIS Code of Conduct
(https://www.ndiscommission.gov.au/
about/ndis-code-conduct)
Codes of
practice
List two (2)
examples of
Codes of Practice
in disability
support.
 DES codes
of practice
 The
disability
discriminati
on act 1995
The codes og practice is set out the
principles as well as standards that are
underpin the delivery of Disability
employement services and other services
to increase employement outcomesas well
as paricipation in economic activities.
These are ensuring the
staff have skill and
experience they nned to
provide quality and
culturally sensitive services
to job seeker and local
communities.
Reference: DES Code of Practic
(https://www.jobaccess.gov.au/downloads/
des-code-practice)
Complaints
management
The disability act
2006
the complaint management demonstrated
continuous improvement in complaints as
well as feedback management is a NDIS
quality indicatior that require tyo be meet.
these manageme are
resolving the individual
complaints and
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identifying opportunities
to make syatemic
improvements. this is a
key to safeguarding
people with disability
and a crucial building
block in organization
culture.
Reference: Complaints
(https://providers.dffh.vic.gov.au/
complaints)
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Continuing
professional
education
Disability
standard for
education 2005
This term is refering to the points professionals
receive for participating in specialized traning. This is assist in
eliminate as far as
possible, discrimination
against person on the
ground of disability in
the area of education
and traning. this is also
promote recognition as
well as acceptance
within the community of
the principle that person
with disabilities have
the same fundamental
rights as the rest of
community.
Reference: Disability Standards for Education
2005
(https://www.legislation.gov.au/Details/
F2005L00767)
Discriminati
on
The Disability
Discrimination
Act 1992
This makes isr unlawful to discriminate against
a person in many area of public life including
education, employement, using services as well
as accessing public place because of their
disability.
It is a unlawful treat a
person less favourabully
on the basis of
particular protected
attributes such as
person's sex, race,
disability and age.
Treating a person less
favourably can includes
harassing or bullying a
Reference: Disability discrimination
(https://humanrights.gov.au/our-
work/employers/disability-
discrimination#:~:text=The%20
Disability%20Discrimination
%20Act%201992,places%2C%20because
%20of%20their%20disability.)
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person.
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Dignity of risk The Disability
Discrimination Act
1992
This is refer to the legal rights of every
person, including those with a disability
to make choices as well as take risk in
order to learn, grow and have batter
quality of life.
the dignity of risk is a
provides the rights to the
individual to make their
decision and own choices
even when those decision
could put them in harm's
way.
Reference: Duty of Care and Dignity of
Risk
(https://www.interchangewa.org.au/blog
/duty-of-care-and-dignity-of-risk-what-
does-it-mean/)
Duty of care The disability
Discimination act
1992
Disaibity support worker has a duty of
care to the person with a disability that
they are supporting and others in the
general community when working within
community environment.
Duty of care is responsibility
of organization and their
staff to ensure they do not
harm to the people they
support. this is the legal
responsibility to ensure
prople are not harmed by the
service an organization and
their staff.
Reference: Duty of care vs dignity of risk
(https://ndism.com.au/duty-of-care-vs-
dignity-of-risk-what-does-it-mean/)
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Universal
Declaration of
Human Rights
Australian Human
right Commission
Act 1986
the Universal declaration begins by
recognising that the inherent dinity
of all members of the human family
is the foundation freedoom, justice
and peace in the world.
The disable person have
right to medical,
psychological and finctional
treatment, rto medical and
social rehabitation,
education and vocational
traning as well as
rehabilitation.
Reference: Convention on the Rights
of Persons with Disabilities - Human
rights at your fingertips - Human
rights at your fingertips
(https://humanrights.gov.au/our-
work/commission-general/
convention-rights-persons-
disabilities-human-rights-your-
fingertips)
Informed
consent
The disability
Discrimination act
1992
informed consent is a person's
decision, given voluntarily to agree
to a healtyhcare treattment,
procedure or other intervention.
ensuring informed consent is
properly obtained is a legal,
ethical as well as professional and
support person center care.
This is gives
understandings to their
condition as well as its
proposed treatment.
without the informationj
that related to their
mediacal condition as well
as treatment, a person can
not make a fully informed
choice as well as gives valid
constant for their medical
treatment.
Reference: Informed consent
(https://
www.safetyandquality.gov.au/our-
work/partnering-consumers/
informed-consent)
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Mandatory
reporting
Disability (Mandatory
Reporting) Bill 2012
The cmendatory reporting is the
legislative requirements for
selelected classes of people to
report suspect individual abuse and
neglect to government authorities.
Mandatory is a law that
requires anybody in a
position of trust with a
person with a disability to
repory suspacted case of
abuse or neglect to
government.
Reference: Disability (Mandatory
Reporting)
(http://classic.austlii.edu.au/au/
legis/sa/bill/drb2012346/)
Practice
standards
National Disability
Insurance Scheme
(NDIS) Quality and
Safeguarding
Framework
The NDIS practice standard specif
the quality standard to be met by
ragistered NDIS providees supports
as well as services to NDIS
paticipants.
These are applied in the
organization as well as type of
quality audit require. this is
based on the registration
group and the legal type of
organization such as
individual and partnership.
these are provide the
guidance as well as supports
to help in develop the
understanding as well as
meeting the requirements of
registration.
Reference: NDIS Practice
Standards
(ndiscommission.gov.au/providers/
registered-ndis-providers/provider-
obligations-and-requirements/ndis-
practice-standards)
Practitioner/
client
boundaries
Disability
Discrimination Act
1992
Practitioner and client boundaries
are limit which protact the space
between worker's practitioner
power and their client's
vulnerability. These are providing
care for client with a learning
disability often deliver intimate
personal care and have access to
These are require at
workplace and increse in the
awareness of practitioner
boundries can assist them to
avoid either under or over
involvement with client. there
are education and reflaction
can improves client
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confidential information about
vulnerable clients.
awareness of boundries and
help them reflect usefully on
their relationship with clients.Reference:
<https://pubmed.ncbi.nlm.nih.gov/2
4960974/>
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Privacy,
confidentiality
and disclosure
The privacy and
personal information
protaction act 1988
This is protacts the privacy and rights
in Australia by making sure that their
personal information is properly
collected, stored and used by public
sector agencies via the information
protaction principles.
The organization is
require to keep all
information about the
disability confidential.
there are require to
maintain information that
is protacted under the law.
these all different
informantion contained in
a valid contracts as well as
agreements.
Reference: A guide to privacy laws in
NSW
(ipc.nsw.gov.au/guide-privacy-laws-
nsw)
Policy
frameworks
Disability
Discrimination Act
1992
Participation of prople with
disability in employement is affected
by Government policies in a range of
different area including welfare,
healthcare, transport, housing and
accessibility.
there are applied at
workplace which is a plan
for improving life. these
are increaseing access to
employement for people
with disability and aimed
to advance the
employement of prople
with disability.
Reference: Policy Framework
(https://www.finance.gov.au/
government/procurement/buying-
australian-government/policy-
framework)
Records The public record These are responsible for the these are creating approving
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management act 1973 efficient as well as systemic control
of maintainance, use and disposition
of record including process for
capturing nd maintaing evidenve of
and information about the
disabilities.
and enforcing policies and
practices regarding records
including rtheir workplace
and disposal.
Reference: Records Management
Instructions Guidelines
(dss.gov.au/sites/default/files/
documents/03
_2018/des_records_management_
instructions_guidelines.pdf)
Work role
boundaries
Right To
Employment Under
The Persons With
Disabilities Act,
1995
The role of care worker is to build,
support and strengthen the existing
social, family and community network
of a person with a disability. the code
of conduct impose five obligations that
all disability service worker.
A disability serv+vice
worker must oervide
services without engaging
in abuse, exploitation,
harassment or neglect.
these are must report any
form of abuse. A disability
service worker must not
engage in sexual abuse or
misconduct and must
report any such conduct
by other workers, people
with a disability, family
members, carers or
community members.
Reference:
https://thenationaltrust.gov.in
/upload/uploadfiles/files/Persons
%20with%
20Disability%20Act%201995.pdf
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these are also need to
show respect for cultural
differences when
providing services.
Work health
and safety
Work Health and
Safety Act 2020
this is protecting workers as well as
other disable person against harm to
their health, safety and welfare
through the elimination of arising risk.
A code of practice provides practical
guidance for organization on how to
achieve health and safety standards
required under the work health and
safety act 2020. this is a effective
manner to identify and manage risk.
the orhanzation is provide
for fair as well as effective
workplace representation,
consultation, cooperation
and issue resolution in
relation to work health
and safety. Every
organization will find all
hazardeous aspects of a
workplace health and
safety management systen
in the working
environment.
Reference: Work Health and Safety
(https://www.nds.org.au/resources
/work-health-and-safety-new-
harmonised-laws-for-wa)
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2. Refer to the National Standards for Disability Services.
From the statements below, select the four (4) that are true.
i. Standard one only emphasises the role of the support
worker in safeguarding the rights of the client.
ii. According to standard one, the support service must
support active decision-making and individual choice
including the timely provision of information in
appropriate formats to support individuals, families,
friends and support workers to make informed decisions
and understand their rights and responsibilities.
iii. According to standard two, the support service must
actively promote a valued role for people with disability,
of their own choosing.
iv. Standard three states that service planning provision and
review is based on the choice of family, friends, carer or
advocate alone.
v. The standards require service providers to actively
support individuals, families, friends, carers and
advocates to provide feedback.
vi. The fifth standard does not require the service to monitor
and address potential barriers to access.
vii. The sixth standard requires frontline staff, management
and governing bodies to be suitably qualified, skilled and
supported.
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3. Refer to your State/Territory’s mandatory reporting requirements
for suspected abuse or neglect of people with disability.
List three (3) of these requirements in the space provided below.
Specify your reference.
State/Territory: NSW
Reference: Reporting abuse of people with a disability
(https://www.ideas.org.au/blogs/reporting-abuse-of-people-with-a-
disability.html)
i. Reports od suspacted abuse, neglact or exploitation of a disabled
adult are always to be made to the director of the Department of
Social Services in the countries where the diaabled adult lives.
ii. Once aware of the matter, the physician and treatment team
should take reasonable measures to protect the disabled adult
from further abuse, neglect, or exploitation while inpatient at
UNC Hospitals.
iii. The objective medical and social information, evidence and
circumtances that cause one to suspacted that disabled adult may
be abuse, neglacted or exploited should be doccumented in the
medical record.
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4. In 100 words or less, describe the importance of having plain
English/ Easy English/Easy Read versions of legislation in disability
support services.
these are important in the expressing policies as well as procedures in
plain langusge are many organizations. Plain language writing saves
government time and resources, increases reader understanding,
improves complinces, decrease reading time and assist in clarify the
policy. the plain englishis represents information in a manner that
assist others to understands the message and used in various
organization documents. This is make important information and ideas
more accessible to prople with intellectual as well as developmental
disabilities and other with disabilities affecting readintg,
comprehernsion and other cognitive functions. the border aim of plain
language is to prevent cognitively disabled prople for being left out of
loop on information.
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5. The Queensland Council of Social Service (QCOSS) has developed
policy templates and guidelines to assist community services
organisations in implementing the standards set in the Human
Services Quality Framework (HSQF). You may access the
templates here:
https://www.qcoss.org.au/our-work/our-work-in-summary/human-
services-quality-framework-resources/
Complete the table on the next page by doing the following:
a. Specify the State/Territory you live in.
b. Access the website of the local department in charge of
regulating disability services in your State/Territory. Specify
the website URL in the appropriate box.
c. Access your State/Territory’s standards for disability. Take
note that some States and Territories have already adopted
the national standards for disability services, and some have
not. Make sure that you take your answers directly from the
website of your State/Territory department for accuracy.
d. Give three (3) standards used by your State or Territory for
disability services.
e. For each standard you cite, provide two (2) policy templates
from QCOSS that your organisation can use to create policies
to address that standard.
An example is provided below.
State/Territory: NSW
State/Territory department website: www.adhc.nsw.gov.au
Standard Policy Templates
Service Access  Access policy template
 Eligibility policy template
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State/Territory: NSW
State/Territory department website:
https://www.dss.gov.au/sites/default/files/documents/05_2021/nsdsfullve
rsion-may-2021.pdf
Standards Policy Templates
i. Rights a. Right policy Template
b. Disability policy Template
ii. Participation and
inclusion
a. Inclusion policy Template
b. Disable person participation policy
Template
iii. Feedback and
Complaints
a. Feedback accessibility policy
Template
b. Complaints accessibility policy
Template
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6. For this assessment, refer to Lotus Compassionate Care’s
handbook (Lotus-Compassionate-Care-Handbook-v1.4.pdf). You can
access this file in your student portal.
Complete the tables on the next page by doing the following:
a. Provide the following in the first column of the table:
 One (1) policy relating to internal practice
 One (1) policy relating to external practice (service
delivery)
Guidance: Specify the title and purpose of each policy.
b. For each of the policies in (a), list the procedures in the
second column.
c. On the third column, briefly, discuss how the policy and
procedures are used to manage legal compliance and ethical
practice. You may cite the specific piece of legislation and/or
ethical consideration that the policy and procedure comply
with.
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Policy
Procedures
How are the policy and
procedures used to
manage legal
compliance and ethical
practice?
Title Purpose
Code of
conduct
It is promortes the
adherence to a zero
tolerance of abuse of
people with a sisability in
Department of Health and
human services funded,
delivered or registered
diability services.
Respact the the privacy of people with
disability.
Provide support annd service in a safe
and vomponant manner with care and
skills.
Act with integrity, honesty and
transpareancy.
Take all reasonable steps to prevent
and respond to all forms of violence
against and exploitation, neglect and
abuse of people woith disability.
Co-operate, show respect and provide
care in a way that upholds the client's
privacy and dignity.
show respect and communicate
appropriately with management,
colleagues and other agencies to
promote and deliver guality services to
clients.
Code of conduct offer
priciples defining the
ethics of a business, but it
also contain specific rules
as well as behaviour.
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Fully involve the client in making
informed decisions about their lives and
how to meet their individual needs.
Refrain from being under the influences
of alcohol and illegal drugs whilst
carrying out work duties.
Refrain from using possition as well as
information improperly which could
result in detrimental to the organisation
and its client or for the advantage of
self or others directly or others.
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Policy
Procedures
How are the policy and
procedures used to
manage legal
compliance and ethical
practice?
Title Purpose
Complaints
and
Grievance
these are ensure that all
clients and, family
members and carers are
free to lodge Complaints
and Grievances and to
have those dealt with
promptly and fairly.
the clients and their family members
wil be provided with information about
the complaint process aand will adviced
to their rright to use an independent
advicate and lodge a complaint with the
relevent statutory body.
The complains can make verbally or in
writing.
the ccomplaint officer meet with the
complaint and resolve them.
All complaints will be handle
confidentially and within a fair and
impartial process.
All complaints will be protected from
victimisation or retribution.
The Complaints Officer will
interview the complainant and
document the complainant concerns
and resolutions to the issue.
This is provide a
mechanism to resolve
issue of concern. this is
also used in determination
of the correct issue before
they become serious issue
and result in litigation.
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The complaints officer will interview
the respondent and develop a proposed
plan to remedy the complainant
concerns wthin ten working days of
first interviewing the complainant.
If in the event the proposed plan to
remedy the complainant concerns has
not been accepted by the complainant
then the complainant will be advised of
their rights to make an appeal or take
the matter through other avenues.
All resolved or unresolved complaints
will be taken to the next care
management committee meeting to be
discussed and inform service
improvements.
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7. Listed below are relevant organisations in the disability support
industry. For each organisation, give their website URL (e.g.
www.website.com) and briefly discuss in 50 to 200 words what each
does in the disability support industry.
Organisation What they do
i. People with
Disability
Australia
(PWDA)
URL: https://pwd.org.au/
What they do:
This is Australia's national peak diasbility rights and
advocacy organization. these have been advancing and
protacting the rights, health and well-being of the
people and comminities. Prople with Disability
Australia provides people with disability with a voice of
our own. these have a croos-disability focus
representing the interests of people with all kinds of
disability. theses are empower, champion and
celebrate people with disability rights and advocacy
organisation made up of and led by people with
disability.
ii. First
Peoples
Disability
Network
Australia
(FPDN)
URL: https://fpdn.org.au
What they do:
 These are work for the recognision, respact,
protaction and fulfilment of the human rights of
first prople with disabilirties and their families. Its
purpose os to promotes respect for human rights,
secure social justice and empower First Peoples
with disability to participate in Australian society
on an equal basis with others. FDPN priactively
engage with communities areound Australia and
advocate for the interest of Aboriginal and Torres
Strait Islander people with disability in Australia
and internationally.
iii. National
Disability
Insurance
URL: https://www.ndis.gov.au/about-us
What they do:
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Agency
(NDIA)
These are impliment the national Disability insurance
schemes which will supports abatter life for several
Australians with a important and permanent disability
as well as their families and cares. This is provides
information and referrals, links to service and
activities, individualised plans and where necessary,
funded supports to people over a lifetime. this is helps
empower and inform people with disability to be
confident consumers.
iv. Department
of Social
Services
(DSS)
URL: https://www.dss.gov.au/
What they do:
these are committed to assessing employees with a
work life balance that cecognise the family, carers and
personal commitments to workers. these are offer the
range of flexible and fammily friendly working
arragements and a suit of attractive working condition.
this is supports people with disability to find and
maintain employement. funding is also available to
help employers support employees with disability in
the workplace. This is also helps to implement the
National Disability Insurance Scheme and Support
Australians'mental health.
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Part 2A – Safe Work Practices for Direct Client Care
1. Identify the following safety signs by matching them to their
correct meaning. Choose your answers from the following list:
a. Automated external
defibrillator
b. Biohazard
c. Disability parking
d. Emergency exit
e. First aid
f. Infectious substance
g. No sharps
h. Radioactive material
i. Sharp edges
j. Toxic
k. Wear hand gloves
l. Wear mask
i. ii. iii.
b j e
iv. v. vi. vii.
l k a
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Continued from Part 2A – Question 1
viii. ix. x.
d h c
xi. xii. xiii.
f g i
2. Which of the following definitions best explains the meaning of
hazard?
i. A hazard is anything that has the potential to cause
injury or illness.
ii. A hazard is a risk.
iii. A hazard is a serious, unexpected, and often dangerous
situation requiring immediate action.
iv. None of the definitions is correct.
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3. Select the three (3) statements that best describe the responsibilities
of a client relevant to safety considerations in a home-based
environment.
i. Participating in safety assessments of their home.
ii. Ensuring their pets are controlled during service
provision.
iii. Providing a dedicated smoking area for support
worker, if applicable.
iv. Securing any equipment and/or supplies
recommended by the support worker to be able to
provide proper care.
v. Providing cleaning equipment that is suitable and
well maintained.
4. Select the three (3) statements that best describe the rights of a
client relevant to safety considerations in a home-based
environment.
i. To receive reliable, coordinated, safe, quality care
and services which are appropriate to clients’
assessed needs.
ii. To receive support according to the decisions of the
service provider.
iii. To be treated without exploitation, abuse,
discrimination, harassment or neglect.
iv. To receive support without being obliged to feel
grateful to those providing my care.
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v. To independently revise and adjust their own
personal care support plan.
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5. Select the three (3) statements that best describe the responsibilities
of a support worker relevant to safety considerations in a home-
based environment.
i. Clearly, communicate and understand what services
are to be provided to the client.
ii. Conduct a risk assessment of the house and report all
identified risks to supervisor.
iii. Provide equipment and supplies outside scope of
responsibility required to ensure safe and proper
provision of support.
iv. Repair broken steps, provide adequate lighting,
restrain animal, etc.
v. Review an activity that may have changed to ensure
the controls are still working or need to be altered
within scope of responsibility.
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6. Select the three (3) statements that best describe the rights of a
support worker relevant to safety considerations in a home-based
environment.
i. Have policy and procedure in place for reporting
risks/hazards.
ii. Ignore WHS risks/hazards as the client’s home is
their problem.
iii. Be provided with relevant WHS training.
iv. Have regular workplace risk assessments conducted.
v. Individual support workers have no WHS rights when
it comes to working in a client’s home.
7. The statements below describe the fundamentals of the
musculoskeletal system. Fill in the missing words to make the
paragraph correct. Choose your answers from the following list:
a. back injuries
b. discs
c. four
d. least
e. twenty-four
The back has i.) c natural curve/s.
The spine has ii.) e bones (vertebrae).
iii.) b between the vertebrae absorb shock.
The muscles and joints at the back receive the iv.) d strain in an
upright posture which maintains the natural curves.
These natural curves should be maintained in order to prevent v.) a
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.
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Part 2B - Safe Work Practices for Direct Client Care
1. Complete the table provided. Briefly, explain how the following State/Territory legislative requirements
impact the following in the context of disability support:
a. Workplace regulations
b. Codes of practice
c. Industry standards
Guidance: Your discussion must be 150 – 200 words in length
Legislative
Requirements
Impact to
Workplace Regulations Codes of Practice Industry Standards
State/Territory
WHS authorities
these are responsible for
implimenting, regulating and
enforing WHS laws in their
jurisdictions. these are
expated to make variations to
ensure the laws operates
effectively in their
jurisdiction.
Each codes covers an issue or
situation and offer some
manner to idenify and
manahe risk. this is help in
the set standard under the
WHS regulation.
State/Territory WHS
authorities regulate and
enforce workplace health and
safety legisation in their
jurisdiction. WHS regulators
and workers' compensation
authorithies contact
information.
rights and employer have a
responsibility to provide safe
The employer must ensure
that the first aid facilities as
These standards are make
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Legislative
Requirements
Impact to
responsibilities of
employers
(including duty of
care)
working conditions.
Employers have also right to
hire and dismiss workers
providing they are following
proper procedure. employers
also have right to expact
reasonable work performance
from their staff.
well as services, workplace
amenities & facilities,
personal protactive clothing
and equipment as an
employee. They are also
responsible for safety as well
as health at workplace.
sure employees have and use
safe tools and equipment and
properly maintain this
equipment. These are also
protact employees from work-
related stress.
rights and
responsibilities of
workers
(including duty of
care)
Workers have duty of care to
make sure their workplace
are safe. They are also
responsible for making sure
that they and other people
are safe in the workplace.
These are co-operate with
any health or safety at the
workplace that has been
notified to workers.
The right to fair and just
workplace the right to fair
pay and conditions. they also
have specific health and
safety obligation and
responsibilities including
taking reasonable care of
workers not doing anything
that would affect the health
and safety of others at work.
The right is work safely the
right to appropriate safety
equipment the right to speak
up about work condition the
right to say no unsafe work
the right to be consulted
about safety in the
workplace, the right to
workers compensation.
hazardous
manual tasks
These are provides practical
guidance to person
conducting a business or
undertaking on how to
This model Code of practice
has been developed to
explain how to identify
hazardous mannual task,
These affects workplace
regulation by ensuring that
companies whose workers
handle hazardous mannual
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Legislative
Requirements
Impact to
manage the risk of
musculoskeletal disorder
arising fron hazardous
mannual tasks in the
workplace. It applied to all
types of work and all
workplace where manual task
are carried out.
assess the risk of
musculoskeletal disorder and
elilinate and minimise tose
risk.
task such as are equipped
with the right tool as well as
information to do their jobs.
infection control Infaction control in the
workplace aims to prevent
pathogens from coming into
contact with a person in the
first place. Infaction control
prevents or stop the spread of
infactions in health care
setting.
Code of practice on the
prevention and control of
infaction and the related
guidance.
Infaction control prevent or
stops the spread of infections
in healthcare setting. This is
cooperates the basic
understanding of
epidemiology to elucidate risk
factors.
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2. Consider a typical disability care facility and complete the table below.
a. Identify examples of hazards commonly found in support facilities. Include two (2) specific hazards
relating to manual tasks, two (2) relating to infection control and two (2) relating to general personal
safety.
b. List one (1) possible harmful effects that may be caused by each hazard identified.
c. List one (1) strategy to minimise the risks posed by each hazard identified.
Hazard Possible harmful effects Strategies to minimise risk
a. falling Down
b. Slip
c. Poor cleaning,
disinfaction
d. Lack of hygine
e. Ergonomuic injury
f. Stress
a. may cause serious injury
and pain.
b. also cause serious
injuries
c. cause adverse impact on
health
d. decrease the ability to
focus on their work
e. cause serious strain and
other injury.
f. this is cause mental
illness
a. balance exercises.
b. provide them to proper
ramp
c. teach them about
importance of cleaning.
d. encourage them for
proper hygine.
e. improve person posture
and balance.
f. teated them as equal to
other people
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3. Briefly, outline the typical workplace procedures for hazard
identification. Provide at least three (3).
Add more bullets as necessary.
 Collect existing information about workplace hazards.
 inspact the workplace for safety hazards.
 Identify health hazards.
 Conduct incident investigation.
 identify hazards related with emergency and non routine
siolution.
 Characterize the nature of identifies hazards, identify
interim control measures and priotize the hazardsfor control.
4. List three (3) examples of basic home fire safety considerations
when working in a home-based environment.
Guidance: List things you must consider to prevent home fires and
ensure safety in case of a fire. Some examples are ensuring that
there are functional and accessible fire escapes and having regular
electrical appliance checks by a licensed electrician.
a. Provide adequate means of escape.
b. Outline clear patyh way to exit doors.
c. Maintain smoke suppression system.
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5. Identify at least two (2) high-risk client groups in disability support.
a. hearing loss and blindness
b. Reduce mobility and cognitive impairment.
6. Refer to your responses to the previous question. List at least five
(5) fire safety considerations for individual support workers
working with high-risk groups in a home-based environment.
a.
b. Close bedroom doors.
c. they should decide a exit plan for each of their bedrooms.
d. Exit first, then call emergency number.
e. Never leve a burning candle in a room.
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7. List down behaviours of the following:
a. Clients
b. Support workers
That may contribute to fire injuries and fatalities when providing
in-home disability support. List two (2) behaviours for each.
a. Clients
i. Dangerous habitual behaviour
ii. Consequences of disabilities.
b. Support Workers
i. Carelessness
ii. Alcohol consuption
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8. Complete the table below by outlining the prescribed placement,
installation and maintenance of a smoke alarm in the home. You may
refer to the provisions specific to your home State/Territory. Make
sure to cite the Internet reference you used.
State/Territory NSW
What are the legal
responsibilities of
homeowners to install
working smoke alarms
in their homes?
NSW lagislation mandate that your landlord is
responsible for ensuring your residence meets
the minimal requiremrnts of having at least
one working smoke alarms installed on every
level of home. the landlords are responsibles
for the installation of smoke alrms in rented
premises. These have responsibility to install
and maintain smoke alarms on every storey of
their home and outside all sleeping area. these
are also responsible to ensure smoke alarm
are installed and kept in working condition.
What is the prescribed
placement of smoke
alarms within a house?
Smoke alarms should be located in the center
of the ceiling. smoke alarms can be installed
on the wall priovided they area fiitted between
300mm and 500 mm below the ceiling. it is
recommened that the smoke alarms are
installing in all bedrooms and living space and
even garage. there are avoid to fitting smoke
alarm in or near bathroom and kitchen. the
ideal position is on the ceiling between
sleeping and living areas.
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What are the testing
and maintenance
requirements for
smoke alarms?
check the smoke alarms is working every
month by pressing the best button until the
alarms sound. these alarms miust be hard-
wired to the 240 volt mains power supply
unless the dwelling is not connected to such a
supply. Maintainance on the smoke detector
needs to be completed per the manufacturer's
instructions, this include vacuuming or using
compressed air to clean the chanber as needed
based on the amnient condition. finally, it is
very important that all record inspection,
testing and maintainance be completed and
maintained for at least one year.
Internet reference:
NSW SMOKE ALARMS - IT'S THE LAW
(https://www.fire.nsw.gov.au/page.php?
id=290)
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9. List three (3) examples of risks to support workers’ personal safety
when working in a home-based environment.
a. internal security issue: the support worker have little
knowledge about client's disability and some client's
aggressive nature or behaviour.
b. Confrontation and harassment: This is the offensive
behaviour if client with support worker.
c. Patient Handling: this is the one of the leading cause of
injuries to support worker. This is come from the manner
patient are physically handled. it is important to review all
available material on lifting and transferring patient that are
provided by organization.
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10. List three (3) common sources of infection. For each source,
identify one (1) way to minimise the transfer of infection within the
respite care facility.
Sources of infection How to minimise their transfer to
the respite care facility
i. Cross infaction due to poor
personal hygine.
Hand washing with soap and water
as well as alchohol based hand rup
is the most important measure to
minimise them.
ii. Inaccurate use of personal
protactive equipment.
there is need to inspact PPE before
as well as after each use. Take
care of PPE all times when it is
use. there are also require to clean
PPE after use. Repare as well as
replace damage or broken PPE.
After the use of PPE there is need
to clean PPE and dry in air and
free from exposure to sunlight or
contamination.
iii. Airborne, environmental and
blood borne infaction.
Use alcohol based hand sanitizer
where hand washing facilities are
not available. there are need to
wash hands before providing the
care and need to clean and
disinfact all equipments as well as
work surfaces solids by blood or
bodu fluids.
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11. List two (2) examples of practices to minimise musculoskeletal
injuries. One (1) practice should be for the self and the other one
(1) for clients.
i. Batter tool and resources: It is siognificant to ensure that the
hand tool you are using fits the job which are doing and
reduces the applied forces. using the wrong tool can cause
immense discomfort and long term side effect. this is equally
as important to discover how to improve the building
resources being used.
ii. Traning: learning about Musculoskeletal disorder should not
happen on the job but rather before thev jobs. the workers
must learn about the risk factors of the disorder and how to
prevnt them.
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12. Consider a typical disability care facility and answer the
questions that follow.
a. List two (2) examples of emergency procedures typically
implemented in care facilities. Provide an outline of each
emergency procedure that you have identified.
Emergency procedures Outline of procedures
i. First aid procedures Add more bullets as necessary.
 Wash your hands or puts on
disposable gloves if these are have.
these will be protacted service
provider from infactious disease like
viral hepatitis and HIV.
 Rinse the wound with water.
 Cover the wound with a gauze or
clouth.
 Apply direct pressure to stop the flow
of blood and encourage clotting.
 Elevate the bleeding body part above
the person's head.
 Once bleeding has stopped, put a
clean bandage on the wound.
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ii. Fire safety procedure Add more bullets as necessary.
 Provide adequate mmeans of escape
 Outline clear pathways to exit door.
 Install smoke detection
 maintain smoke suppression system.
 Conduct regular fire drils
 use flame -retarfant material in
interiors
 Make homke accessible to
firefighters.
 Keep the building plans handy
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b. List two (2) examples of WHS policies and procedures
typically implemented in disability care facilities.
Briefly, describe the WHS policies and procedures that you
have identified.
Title of WHS policies and
procedures Outline of procedures
i. Decicion making
guidelines in
everyday stiustion
Add more bullets as necessary.
 Identify the decision
 Gather relevent information.
 Identify the alternatioves
 Weigh the evidence.
 Choose among alteration
 Take action
 Review decision and its
consequences.
ii. Communication
framework that
clarify chain of
informing sharing.
Add more bullets as necessary.
 Perform a situation analysis
 Identify and define objectives
 Understand and profile your kery
attention.
 decide the media channels and
create a strategies
 create a timetable for publishing
 Monitor and evaluate the results.
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PRACTICAL ASSESSMENT
Instructions to Candidate
These case studies are hypothetical situations which will not require you
to have access to a workplace, although, your past and present
workplace experiences may help with the responses you provide. You will
be expected to encounter similar situations to these in the future as you
work in community services settings.
In real life, individual support workers will be required to participate and
contribute to managing legal and ethical compliance in their respective
organisations, as well as encounter problems and issues along the way.
This assessment will allow you to demonstrate your problem-solving
abilities in such situations.
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CASE STUDIES
Case Study 1 – Alex
SCENARIO
You are working as a support worker in a government-funded
organisation that offers respite care.
You are working with another support worker, Alex. You both have
been assigned to the community care of clients in a remote area.
Since the community is far from the main office of the organisation,
you and Alex often have to make out-of-pocket expenditures for
activities involved in the community programs.
Staff and volunteers are required, as per organisation’s policies and
procedures, to report expenses on behalf of the organisation for any
reimbursements. Reporting these expenses for reimbursements are
done via an online portal on a weekly basis.
One day, you overheard Alex speaking with a newly assigned support
worker about how he makes extra money from his work. Alex said that
he would increase the values of the expenses incurred in his reports
for reimbursements. He said that he has never been questioned
because they submit digital copies of receipts as part of the reporting
process. He also told the new volunteer that people he knew in the
community would assist him with dockets that he would report as
expenses for reimbursement. He further asked the new support
worker not to tell anyone about this.
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Task 1. Questions
1. Identify and mark which among the model ethical behaviours below were violated
in this case.
Model ethical behaviour Violated or
not?
1. Be honest and truthful
2. Follow policies and procedures
3. Communicate in a professional and helpful
manner
4. Ensure full and open disclosure
2. Identify two (2) breaches in the case study. You must
identify one (1) legal and one (1) ethical breach.
Legal Breach Ethical Breach
Alex is submit digital copies of
reciept as part of reporting
process which is a inleagal in the
organization.
there is Alex is make some extra
money by submitting fake bills
and reciept and he is also told to
the new support worker for make
extra money. these is a ethical
breach in the government
organization.
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Task 2. Taking Action
As the worker who overheard the conversation between Alex and the
new support worker, write an email to your supervisor, Adam Lauren
([e-mail]) and report about the scenario. In
your email, provide the following information:
 Details of the situation.
 Your assessment of the situation, specifically the ethical
responsibilities to the new support worker, the client and
broader community that Alex has breached.
 Explain why there is a need for specialist legal advice.
 The risks, consequences, and possible penalties for Alex’s
actions.
Guidance: There is no need to send an actual email. Write your email
in the spaces provided below. Ensure to maintain privacy and
confidentiality when writing your email.
From XYZ
To Adam Lauren
<[e-mail]>
Subject Inform about the condition.
I need to inform you that Alex is breaking the organization's policirs and procedure. He is telling the other
new worker that he makes extra money with submitting digital copies of the reciept. This is against
organization's policies and procedure. He is also told that the knew some people in thew community which
help in these situatuion.
There are need to ensure that you are getting the best possible outcomes. these are inlegal for the
organization and ned to taking the action against this.
Thank You.
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Case Study 2 – Clark
SCENARIO
Happy Home Care is a non-profit organisation providing the highest
quality of care and support for people with disability, seniors and
their carers living in its community.
Clark has recently been referred to Happy Home Care.
Clark is a bilateral below-the-elbow amputee who has been living
alone in his home. He has recently had a bad bout with pneumonia.
His son, Louis, found him at home delirious with fever, shaking and
coughing badly. He was immediately brought to the hospital. The
doctor allowed him to go home after a week, though Clark still felt a
bit weak.
Louis has a full-time day job that takes much of his time. He cannot
take care of his father, so he has signed him up for respite care from
Happy Home Care. You and another support worker were assigned to
handle Clark’s temporary support needs.
However, Clark, a proud man used to living alone, hates the
arrangement. He hates not having the house to himself. He also hates
that you have to assist him in activities of daily living, a task that you
are not willing to have him perform on his own yet since he is still
weak and is still going through the recovery process.
He has repeatedly told his son that he wants you and the other
support worker to stop visiting him. He has even resorted to verbally
abusing the other support worker to make her quit and stop providing
him support.
You would have let him have his way, but one day you witnessed him
lose his balance because he was still too weak to get out of bed on his
own. He also had a short episode of delirium the week before because
of his pneumonia.
One day, you speak with Clark and his son Louis about his
individualised plan. You told him that because of the current condition
of his health, you might have to continue providing support services
for some time, but only until he feels well again. He loudly protests
against this and asks Louis to make you leave. Louis, however, doesn’t
listen to him.
You are concerned, but you do not know what to do, as Happy Home
Care does not have clear policies and procedures regarding the
complaints process for clients, especially in a situation like this where
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the complaint is clearly in conflict with your duty of care. You also
recently discovered that Clark was not informed of his right to make
complaints or the organisation’s complaints system before service
delivery.
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Task 1. Questions
Answer the questions that follow.
1. Based on the scenario, briefly discuss your legal and ethical
responsibilities as a support worker to the following:
a. Clark
b. The other support worker assigned to Clark
You may ground your discussion in specific pieces of legislation
from your State or Territory, as well as ethical considerations.
However, your discussion for each must be 100 words or less.
Guidance: Your legal and ethical responsibilities may be related to
your duty of care, the hazards presented in the scenario and the
complaints and feedback processes for clients.
a. Clark
The support workers have a legal and ethical responsibility to
protact the individial they care for. these are require to take
consent of relative or patients for kind of procedure or
treatment. the condition of patients should be reported verbally
to relatives. The support worker have a duty of care to anyone
who might reasonably be affected by their activities, requireing
then to act in a manner that does not expose other to an
unreasonable risk of harm. the legal resopnsibility is includes
specific duries imposed upon a person to care or provide for
another invluding liability for personal obligations as granted
through a power of court order.
b. The other support worker assigned to Clark
This are responsinble for cammunicate properly with other
sopport worker. these are also need to understand that laws
are desisigned to protact everyone's safety and rights. these
laws are basis of the Policies and procedures that support
workersc must follow when they work with patients. there
are also require to maintain dignity, rights and freedom at
all times and maintain respact in between support workers.
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Task 2. Developing a Clear Complaints Policy and Procedures
This task requires you to develop a clear complaints policy and
procedures relevant to Case Study 2: Clark which must be
communicated to the organisation.
In the template provided, write a policy that must be included in the
staff handbook regarding the incident. Your policy must specifically
cover the following:
a. Roles and responsibilities of different workers and management.
Guidance: Refer also to the legal responsibilities you have
specified in Case Study 2, Task 1.
b. Information clients should be given about the
organisation’s feedback and complaints
system/mechanism when first entering the service.
c. Reporting and documentation procedures, including a
policy in protecting client information.
d. How staff and management will respond to a complaint.
e. Using complaints about service improvement.
f. Consequences if the policy has been breached.
To guide you in drafting the policy, research on relevant legislation,
practice standards, or source documentation (e.g. workplace
handbooks, policies and procedures similar to this incident), and
include any legal information in the template. Here are some samples
of complaints policies you can refer to for guidance:
 QHRC Sample policy - Complaints procedure
 ATAS Complaints Handling Policy and Procedures
 QCROSS Feedback, Complaints, and Appeals Policy and
Procedure
Guidance: For the purpose this assessment, use the current date.
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Happy Home Care
Policy: Complaints by clients
Policy Developer: xyz
Version no. 123345 Date: 3-10-2022
Policy context
Indicate the specific pieces of legislation and ethical considerations relevant
to your policy. You may refer to your answers in Case Study 2 Task 1. Make
sure that all legal and ethical requirements cited here are current. Add
additional text fields as necessary.
Legal/ethical
consideration 1 Informed consent
Legal/ethical
consideration 2 Voluntary Participation
Purpose:
State the purpose of the policy. You may state the desired outcome/s for this
policy, the reasons for creating this policy and the advantages it may bring
to the organisation.
The purpose of this policy is to enables customers to make
complainta, enable its workers to erffectively handle as well as
resolve complaints and to ptovide a oprocess to collect, collate and
retrospectively analysis compalints data to continuously improve
operrations.
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Definition of Terms:
Informed consent guides arr created by the Adult Advocacy Centers
to provide broad information reguarding informed consent to assist
advocates, providers and medical professionals that serves individual
with disabilities. this is significant to keep in mind that the criteria for
abtaining informed consent varies depending on specific
circuntances.
Voluntary participation means that people participate in the
evaluation free from coercion. Clients are free to withdraw their
participation at any time wiothout negatively impacting on their
involvement in future services or the current programm as well as
relationship with any workers.
Procedures:
Guidance: Include legal information as necessary and who is responsible for
what and when.
procedure
Let the customer explain and listen carefully
Acknowledge, thank and apologise to the client
Ask questions as well as summarise your understandings.
Explains the actions you will take as a result of their complaints
feedback and rescord the complaints
Actions the agreed next step and follow up
Review relevent measures.
There are management and workers are responsible for establishing
a system that manage compalints effectively as well as efficiently.
these are also ensuring the process od complaints is effectively
administered. these are ensuing that all staff members are properly
trained in complaints managements.
Next Review Date: 5-10-2022
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Case Study 3 – Eliza
SCENARIO
Happy Home Care is a non-profit
organisation providing the highest
quality of care and support for people
with disability, seniors and their carers
living in its community.
Happy Home Care has accommodation
houses and can provide support to
client living in their own homes in local communities. Most of these
communities are in remote towns and people from these communities
go distances when they need to access health services.
You are newly appointed as a team leader in Happy Home Care and
have been assigned to monitor support workers sent to local
communities.
You have had a case of a support worker inflicted with tuberculosis.
Different diseases and illnesses pester remote areas all year round.
This is partly due to their lack of access to health services. Although
the outbreaks are affected by the seasons, you want your support
workers well-equipped and protected all the time.
You would not want to risk having another support worker be infected
again. You saw a need to write a policy on risk management of
infection control for support workers in health service delivery in
remote areas. You sought new and relevant information to support
this.
One of the new support workers, Eliza, reports that two clients in the
community where she is assigned were diagnosed with tuberculosis
(TB). Some other clients in that community catch illnesses but are
unable see health specialists. The community where she works also
have homeless animals around.
Eliza is still under training. New support workers are placed in
communities requiring health service delivery. Before Eliza and the
other workers can return to the community, they must undergo
training regarding infectious diseases.
To address this, you are to write a new policy for risk management of
infection control for support workers in health service delivery in
remote areas.
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Task 1. Questions
1. Identify two (2) hazards in infection control involved in this
situation.
a. Breathing in air borne germes, caughs and sneezes release
airborne pathogens which are then inhaled by others.
b. Touching contaninated and infacted things and objects
which are resulting in transmission of pathogens in a
person's body.
2. Identify two (2) control measures that are urgently required in this
situation. Explain why these two control measures are the ones
that Eliza and the other support workers must immediately and
urgently implement.
a. Implimenting effective work practice for managing patients who
have TB disease.
Why? It is prompt detection of infactious TB patients, airborne
precaution ande treatment of people who have suspacted or
confirmed TB disease.
b. Ensuring proper cleaning, sterilization or disinfaction of
equipment that mighrt be contaminated
Why? This is assist in the decrease the number of microorganisms
on the device to such a level that the probability of transmision of
infaction will be nil. this is reduse therisk of transmission of
infaction depends on the types of device.
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3. In addition to the urgent and required control measures you gave
to the previous question, what other precautions can you
undertake to prevent the spread of infection? List at least two (2).
Guidance: Here you may specify additional precautions that are
not as urgently required in the situation as the use of PPE and
isolation of infected clients.
a. Perform hand hyginer after touching or discarding the mask and
use alcohol based hand rub and washhands with soap and
water.
b. There is also use personal protactive equipment which is
decrease the exposure that cause serious infaction as well as
illness. this is act as a barrier between infactious material
such as viral and bacterial contaminants.
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Task 2. Developing and Communicating Policies and Procedures
This task requires you to develop a WHS policy and procedure
relevant to the case study which must be communicated to the
organisation.
In the template provided, write a policy that must be included in the
staff handbook regarding the situation. Your policy must specifically
cover the following:
a. Roles and responsibilities of different workers on infection
control.
b. Procedures for ongoing hazard identification and risk
assessment.
c. Risk controls and measures to be implemented (must be
specific to the scenario).
d. Reporting and documentation procedures, including a
policy in protecting client information.
e. Consequences if the policy has been breached.
To guide you in drafting the policy, research on relevant and current
legislation, practice standards, or source documentation (e.g.
workplace handbooks, policies and procedures similar to this
incident), and include any legal information in the template. Here are
some samples of infection control policies you can refer to for
guidance:
 MHCC infection control policy
 University of Sydney Infection Control Procedures
 Department of Education and Child Development (SA) Infection
Control Procedure
Guidance: For the purpose this assessment, use the current date.
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Happy Home Care
Policy: Policy on Risk Management of Infection Control for
Community Workers in Health Service Delivery in
Remote Areas
Policy Developer: Abc
Version no. 6543121 Date: 0 3-10-2022
Policy context
Indicate the specific pieces of legislation and ethical considerations relevant
to your policy. Make sure that all legal and ethical requirements cited here
are current. Add additional text fields as necessary.
Legal/ethical
consideration 1 Confidentiality
Legal/ethical
consideration 2 Anonymity
Purpose:
State the purpose of the policy. You may state the desired outcome/s for this
policy, the reasons for creating this policy and the advantages it may bring
to the organisation.
Infaction control practices are critical to decrease the transmission of
infactions from one person to another. infaction control in the
workplace is aimed to prevent pathogens being passed from one
person to another one. these are includes the several manner. the
purpose of this procedure is to provide strategies for infaction control
as well as managent of the biological hazards to decrease the level of
risk of the infaction in communitu workers in health services delivery
in remote areas.
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Definition of Terms:
Anonymity means that they don't know who the participants are and
can not link any individual participant to their data. This is used to
protact the data privacy of people. it may be impossible to truly
anonymize data collection. There is also need to collect some
identifying information if you give paricipants the option to withdraw
their data at a later stage.
confidentiality is means that know the participants are but you
remove all identifying information from the data. there are all
individual have right to privacy, so should protact their personal data
for as long that is store and use it. It prevents misuse of confidential
information and give the right of an individual that persona and
medical information is kept private.
Procedures:
Guidance: Include legal information as necessary and who is responsible for
what and when.
There are standard precaution are used for the risk management of
infaction control for community workers in health service delivery in
remote areas. there is require to assess anu additional measures
needed when a person is suspacted or known to have an infaction.
These precautions are based on the which pathogen is causing the
suspexcted or known onfaction, how pathogen is spread, the severity
of the illness and where the person is supported or cared for. there
are standard precautions are consist of the several practices which
includes:
Hand hygine before and after all patient contact.
The use of personal protective equipment which are includes gloves,
plastic aprons, mask, face shields as well as eye protaction.
The safe use as well as disposal of sharps.
Respiratory hygin and cough etiquatte
Routine environment cleaning
Use aseptic non-touch technigues for all invasive process including
appropriate use of skin disinfactants.
Next Review Date: 07-10-202
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Supplementary Activities
Task 1. Roleplaying Activity: Communicating Policies and
Procedures
This part of the assessment is a Roleplaying Activity.
This activity will require you to communicate the policies and
procedures you developed for Case Studies 2 and 3.
To complete this part of the assessment, you will need access to:
 Two (2) volunteers who will roleplay as your co-workers in Happy
Home Care.
 Video camera or a mobile phone with video and audio recording
capabilities.
 A PowerPoint presentation or a video demonstrating the use of
personal protective equipment (PPE)
Read the instructions carefully before proceeding.
Steps to take:
1. Gather your volunteers and roleplay the meeting where you will
communicate the policies and procedures you developed in Case
Study 2 – Clark and Case Study 3 – Eliza.
2. In the meeting, you must be able to:
 Communicate and clearly explain the policies and
procedures you developed in Case Study 2 – Clark and
Case Study 3 – Eliza to your ‘co-workers’.
 Encourage your ‘co-workers’ to provide feedback.
Specifically, your ‘co-workers’ must participate in the
discussion about the new complaints procedure and the
outcome of risk assessment and the risk controls and
measures developed.
Guidance: Refer to your responses to the questions
following both Case Study 2 – Clark and Case Study 3 –
Eliza. Ensure that the volunteers provide feedback
regarding the complaints procedure and work health and
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safety issues.
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 Nominate the roles and responsibilities to workers as
written in the policies you developed (e.g. what are their
roles and responsibilities in the policies and procedures?).
 Demonstrate the use of personal protective equipment
(PPE) as part of the policies and procedures developed
through a PowerPoint presentation or a video. The
presentation may be created before starting the roleplay;
the video may be sourced online beforehand.
 Share updated knowledge and legal information in
relation to the policies developed.
Guidelines
1. To demonstrate your completion of this activity, the meeting must
be recorded. Save the recorded video using the filename:
[Last Name, First Name]_CHC43115 Subject 2 – Case Study 3
- Roleplay Activity
For example, as seen below:
Smith, John_CHC43115 Subject 2 –
Case Study 3 - Roleplay Activity.avi
2. Your video submission must not be longer than fifteen (15) minutes
in length. Any submission longer than fifteen (15) minutes will be
considered not satisfactory.
3. There is no specific script to be followed in the roleplaying activity.
However, you must be able to demonstrate all steps outlined
above. Moreover, your submission will be assessed against the
checklist provided below.
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Task 1 – Roleplay Activity: Communicate Policies and Procedures
Assessor’s Checklist
(For the assessor’s use only)
Has the following been
demonstrated in candidate’s video
submission?
Yes No Comment
1. Both policies and procedures
were clearly explained to the
workers.
☐ ☐
2. Workers were able to
provide feedback and advice
on health and safety issues
during the discussion.
☐ ☐
3. Roles and responsibilities of
workers were identified in
relation to each policy
discussed.
☐ ☐
4. Updated legal knowledge
and information were
included in the discussion.
☐ ☐
5. Handwashing and use of
PPE were demonstrated. ☐ ☐
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Task 2. Distributing Policies and Procedures
This task will require you to distribute the policies and procedures you
developed in Case Study 2 – Clark and Case Study 3 – Eliza in readily
accessible formats.
To complete this part of the assessment, you will need access to:
 At least five (5) people with working email accounts. You will be
sending your policies and procedures to them.
1. Distribute the policies and procedures in electronic format.
a. Copy the policies and procedures you developed in Case Study
2 – Clark and Case Study 3 – Eliza. You may copy them onto a
word document or copy them directly onto the body of your
email.
b. Send it to five (5) of your “co-workers”. You “co-workers” may
be anyone you know with a working email account.
c. Provide a screenshot of your email in the space provided on
the next page.
d. Provide a screenshot of at least two (2) acknowledgement
emails from your recipients.
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a. Attach a screenshot showing your email to your five (5)
recipients.
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b. Attach screenshots showing the acknowledgement emails you
received.
Guidance: You must attach at least two (2) screenshots.
Acknowledgement email from recipient 1
Acknowledgement email from recipient 2
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2. Using the template below, email your service manager, Tara Gordon,
asking her to include the sharing of the new policies and procedures
in the next staff meeting agenda. Ask her to have the policies printed
and posted in strategic locations inside the office.
To Tara Gordon <[e-mail]>
From Support
worker<[e-mail]>
Subject Request for sharing the new policies and procedure in
staff meating.
Message
Dear Ma'am,
there are several policies and procedure are present which are not familiar with the
other staff member.So, I request you to share the new policies and procedure in the
next staff meating. These are assist in the operate effectively within the organization.
this is provide the direction to employees and spell out organization policies, ethics as
well as standards. This is also assist in the charify and rainfoce the standard expacted
of the staff in all professional dealing. this is also provide a road map foe day-to-day
operations.
So, it is important to share the policies and procedure in the next staff meeting agenda
for effective decision making.
Thank You.
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Case Study 4 – Dennis Kyle
SCENARIO
Dennis Kyle has been a respite care client of Lotus Compassionate Care
for over a year. Dennis is serviced in his private home. Dennis has an
acquired physical disability due to a stroke he suffered a year ago. This
makes it difficult for him to move around.
Before his stay at Lotus Compassionate Care, Dennis was being cared
for by his wife Sheryl. Sheryl died two years ago.
Their only son, Charlie, and his wife, Mariz, are Dennis’s primary
carers. Charlie is a manager at an IT company and Mariz started
working as an accountant for a large firm last year. Since both would
be working on weekdays, the couple has opted to avail of respite care
for Dennis during weekdays.
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Part 1
To make him feel as comfortable as possible, Charlie had Dennis’ room
in their home renovated. He is given everything he needs, and he has
so far been happy at home.
Tonya Pereira, the carer who works with Dennis, helps him with his
daily morning routine. She helps him up from bed and prepares his
shower. While Dennis is in the shower, Tonya tidies up his room.
One morning, as Tonya was helping Dennis get up from bed, carrying
his legs towards the edge, she felt sharp pain in her lower back. She
could not stand upright and had to call you, another support worker
who also attends to Dennis on some days, to assist her. You arranged
for another staff member to take Tonya to the general practitioner.
Task 1
Answer the questions that follow.
1. Looking at the picture of Dennis and Tonya on the previous page,
identify two (2) manual handling hazards that Tanya and Dennis face
daily.
 Soft tissue injury to waist, arms, shoulder, neck or legs.
 back injury.
2. Who would be the appropriate person to contact to address Tonya’s
problem?
Guidance: There is no need to mention names.
Tonya is need to consult with the general practitioner and she also
require to inform about the situation to the manager of the lotus
Compassionate care. this is assist the another support worker for care
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of Dennis.
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Task 2
Following Lotus Compassionate Care’s relevant policies and
procedures, complete the internal staff injury form provided below.
Consider industry standard protocol when filling out details.
Guidance: You may use the current date and use anytime in the
morning.
Workplace details
Location: Lotus Compassionate Care
Supervisor: Erika Peacock Contact phone: 6122 XXXX
Setting: Care settings
Incident details
Day: Monday Date: 3 Oct 2022 Time: 09:25 AM
Report completed by: XYZ
Type of incident (indicate which is applicable)
Personal injury Staff Customer Child
Name of person injured: Tonya Pereira
Part of Body Injured (if relevant):
Nature of injury sustained:
Abrasions, scrapes
Bite
Broken bone/fracture
Bruise
Burn
Concussion
Cut
Rash
Sprain
Swelling
Other (please specify): Sharp pain in lower
back
Injury caused by:
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Assault Slips, trips,
and falls
Manual
handling Other:
Response to incident (indicate which is applicable)
First aid treatment administered (please specify what/by whom etc.): Apply heat and
ice to the painful are and rake over the counter pain relievers.
Medical treatment administered (please specify where/by whom etc.): over the
counter pain relievers such as ibuprofen and non sterioidal anti-inflammatory drugs and
muscle relaxants.
Assistance sought:
Ambulance Police Counsellor
Other information
Who witnessed the incident? (please use full name, details of staff’s job title where
applicable, and telephone number/s):
Dennis kyle and Tonya Pereira is the wirtnesses of the incident. Dennis Kyle is a client
who require to respite care. Tonya Pereira is a support worker at Lotus Compasionate
Care.
NOTE: Be specific. Describe in detail what actually happened, stating the facts in a
clear and precise manner. Include exact location of incident, factors involved and any
other details that may be beneficial. A drawing of the centre layout, identifying where the
incident occurred, would be useful.
Tonya is assied for respite care for Dennis Kyle and this service is provided in his at
private home. Tomya is assist him in his daily morning routine and help him up from bed
and prepares his shower. In this case Tonya was helping Dennis get up from bed, carring
his legs towards the edge. At that time, She felt sharp pain in her lower back. she could
not stand upright and had to call another support worker who also attends to Dennis on
some to assist her.
Other information
This report was compiled by (full name, title and contact
telephone):
XYZ
(Support worker)
On (date/time): 3-10-
2022
3:30 PM
This report is a true and accurate summary of the incident that occurred (please sign):
(XYZ)
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Task 3
Write an email to your supervisor, Erika Peacock
([e-mail]), about what happened to
Tonya and why it happened. Suggest policies and procedures on how to
prevent a similar incident from happening again.
a. Write your email in the template below. Do not exceed 200
words.
b. Fill out the hazard report form that follows and attach it to
your email.
Guidance: There is no need to send an actual email. You may use the
current date when filling out the form.
To Erika Peacock
<[e-mail]>
From Support worker<Support.
worker@lotuscomapassionatecare. net.au>
Subject Inform about the incident and how this is prevent.
Message Tonya Pereira is a support worker who is assist for respite care of Dennis at his
private home. Dennis has an acquired physical disability dur to a stroke and he faced
difficulties to move arround. Tonya is helping Dennis in his daily routine in every
day. she his assiting Dennis to get up from bed, carring his legs rtowards the edge
then she feel sharp pain in her lower back pain. She could not stand upright and had to
call another support worker. Support worker is arreage other staff member to take
Tonya to the general practitioner.
There are need to improve the policies as well as procedure to prevent the similar
incident from happenning again. There are procedure is includes some steps such as:
Think before lifting and handling: there are need to use suitable handling aids where
possible.
Adopt a stable position: Your feet should be apart with one leg in front of the other to
increase stability. you should be prepared to move your feet during the lift to keep a
stble posture.
Get a good hold: hug the load as close as possible to your body. this may be batter
than gripping it tightly with just your handas.
Start in a good posture.
Don't flex the back any further while lifting: it can happen of your legs begin to
straighten before you start to rise the load.
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Keep the load close to the waist: keep the heaviest side of the load nect to your body.
if you can nat get cloaw to the load, try to slide it towards your body before you try to
lift it.
avoid twisting the back or leaning sideways, especially while the back is bent. keep
your shoulders leve; and facing in the same direction as your hips. turning by moving
your feet batter than twisting and lifting at same time.
Keep the head up when handling: Look ahead not down at the load once it is held
securely.
Move smoothly: do not snatch the load as this can make it harder to keep control and
can increase the injury.
Do not lift or handle more than can be easily managed: there is difference between
what prople are able to lift and what they can safely lift.
Put down, then adjust: if you require to precisely the load, put it down first, then slide
it into the desired position.
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To be completed by the person identifying the hazard
Name: Tonya Date: 3-10-22
Description of hazard:
(Include area and task involved, and any equipment, tools, people involved. Use
sketches if necessary)
There is manual handling tasks are present which are include
people handling which is heavy, large and awkwaed and bulky
item. the mannual handling hazard which are the risk are nor
adequately managed.
Suggested actions:
(List any suggestions you have for reducing or eliminating the
problem e.g. redesign, use of mechanical devices, training, etc.)
 There are use mechanical device which is used to lift, move,
carry or tip heavy as well as awkward items. These
equipment is deesigned to improve workplace safety as well
as increase worker productivity.
 Traning is important in rising awareness and reducing risk,
but it won't ensure safe manual handling on its own. the
manual handling is help in save money, promotes effective
communication and discussion, employees become more
responsible. these is healp in the educate paricipants
regarding both the requirements and risk associated with
moving people safety.
 there are redesign is also helpful in the improving the
manual handling.
Report to (name): Erika Peacock
Position: Supervisor
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Part 2
You have taken over as Dennis’s support worker while Tonya is
recovering from her back injury.
One day, you notice Dennis sneezing and sniffling.
Task 1
Answer the question that follows.
According to the Lotus Compassionate Care handbook, why should
infection control measures be applied when handling Dennis? Briefly,
explain your answer.
The effective infacetion control and prevention practices reduce the risk
of transmission of infaction between partients, healthcare workers and
other in the healthcare environment. the good infaction control
measures can significantly reduce patient morbidity and mortality at
care centre. the successful infaction prevention and control measures
involve implementing work practicves that prevents the transmission of
infactious agents. the infaction control measures are decrease the risk
of transmission o infaction and development of antimicrobial resistance.
An ekkective eisk management system for infaction control and
prevention involves the identification of hazards and the assessment
control involves the identicication of hazards. Dennis is faces sneezing
and sniffing which is cause allergies and viral infactions can cause
rhinits. this is a indactious disease so there is need of taking some
precaution while taking the care for Dennis. Lotus Compassionate Care
is committed to ensuring infection control measures are put in place to
ensure a safe environment for Dennis and support workers. All fluids
are to be treated as potentially infectious. there is need to maintain a
high standard of personal hygine and grooming, maintain the
recommended personal immunisation level. Wash hands thoroughly
between client and after contact with human. Routine hand wash is
require to remove any micro-organism contamination that may have
been acquired from a person's skin or form object within the
envirionment. support staff is must wear personal protective equipment
such as gloves, gowns, goggles and mask if it is likely that the skin, eyes
or mouth will come into contact with human body fluids, blood and
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tissues.
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Task 2
Write an email to your supervisor, Erika Peacock
([e-mail]), about Dennis’ current
condition and what certain measures should be applied, if any.
Guidance: If you decide that no additional measures are necessary
when handling Dennis, explain why not.
If you decide that additional measures are required when
handling Dennis, indicate what they are and for how long this
should be applied.
Write your email using the template below.
Guidance: There is no need to send an actual email.
To Erika Peacock
<[e-mail]>
From Support worker
<[e-mail]>
Subject Informing about Dennis condition.
Message
I am inform about you for the health condition of
Dennis. Dennis is suffering from sneezing and sniffing
which is a infactious disease. Sneezing can be an early
symptoms of a cold and allergy. In this germs can be
easili spred by coughing, sneezing or talking. Touching
uyour face with unwanted hands after touching
contaminated surface or objects. These touching
surface and objects that may be frequently touched by
other prople. the is cause illness in the sopport worker.
So, there are some control measures are required to
protact workers from infaction. there are need to
maintain the infaction control standard, contact, droplet
and airborne precaution and there are also follow the
procedure for handling contaminated person and
disinfaction of equipment and the encironment.
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Roleplaying Activity
SCENARIO
Dennis’s sneezing was particularly bad one day. As he was having his
breakfast, he sneezed hard and accidentally knocked his glass of water
over. The glass broke, cutting his hand in the process. He has sustained
several small cuts and one deep cut in the palm of his hand. He is
bleeding.
This part of the assessment is a Roleplaying Activity.
This activity will require you to simulate the scenario outlined above
so that you may demonstrate following workplace procedures in the
emergency situation above.
To complete this part of the assessment, you will need access to:
 One (1) volunteer who will roleplay as Dennis Kyle, your client.
 Video camera or a mobile phone with video and audio recording
capabilities.
Read the instructions carefully before proceeding.
Steps to take:
a. Gather your volunteer and roleplay the scenario above where
Dennis, played by your volunteer, cuts his hand.
b. In the roleplay, you must be able to follow the correct and
appropriate emergency procedure for the situation.
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Guidelines
a. To demonstrate your completion of this activity, the roleplay must
be recorded. Save the recorded video using the filename:
[Last Name, First Name]_CHC43115 Subject 2 – Case Study
4 – Roleplay Activity
For example, as seen below:
Smith, John_CHC43115 Subject 2 – Case Study 4 –
Roleplay Activity.avi
b. Your video submission must not be longer than seven (7)
minutes in length. Any submission longer than seven (7) minutes
will be considered not satisfactory.
c. There is no specific script to be followed in the roleplaying
activity. However, you must be able to demonstrate all the steps
outlined above. Moreover, your submission will be assessed
against the checklist provided below.
Roleplaying Activity: Follow workplace procedures in an
emergency situation
(For the assessor’s use only)
In the video submission, the
candidate… Yes No Comment
1. Applied first aid.
Guidance: You must apply
infection control measures
(like using gloves) while
applying first aid to Dennis
(to stop the bleeding).
☐ ☐
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2. Called for help.
Guidance: You must call for
the help of a nurse or
physician.
☐ ☐
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PROJECT ASSESSMENT
This assessment demonstrates the skills required for the
performance evidence requirements of the following unit of
competency covered in this workbook:
 HLTWHS002 Follow safe work practices for direct client care
The project assessment contains tasks that you are required to
complete relevant to your work role as a support worker. This
project does not require access to a respite care facility.
Read all instructions carefully before proceeding.
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Task 1
What signs do you notice in yourself when you are stressed and
fatigued?
a. List two (2) signs you notice when you are stressed and when you
are fatigued.
b. List two (2) ways you cope with these conditions.
Signs I am stressed Signs I am fatigued
a) Chest pain or a feeling like
your heart is racing.
b) Headache and dizziness or
shaking.
a) Chronic tiredness and
sleepiness
b) Slowed reflexes and
responses.
How I cope with stress How I cope with fatigue
a) Take care of body: Take deep
breaths, stretch or meditate
and try to eat healthy food &
well balanced meals. there
are need to continue woth
eoutine preventive measures
as recommended by
healthcare provider.
b) Talk to other: there are need
to share problems and how
you are eeling and coping
with a parent, friend,
counselor, doctor and pastor.

a) Lose weight to gain energy:
if the body carring the
excess weight, it can be
exzhauting. It also puts extra
strain on your heart, which
can make tired. Lose weight
will assist in the feel more
energetic.
b) Talking therapy beats
fatigue: there are some
evidence that talking
therapies such as
councelling or cognitive
behavioural therapy might
assist to fight fatigue and
tiredness caused by stress,
anxiety and low mood.

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Task 2
How do you maintain currency on safe work practices with regards to
workplace systems, equipment, and processes in your own work role?
List two (2) responses for each item.
List down three (3) specific sources of information you have referred to.
Ways to maintain currency on safe work practices with regards to two
(2) different workplace systems:
a) Stay up to date with new procedure and protocols
b) Always report unsafe conditions and keep a clean workstation.
Ways to maintain currency on safe work practices with regards to
workplace equipment:
a) ensure that all workers have the proper equipments.
b) Regularly carry out workplace inspactions.
Ways to maintain currency on safe work practices with regards to two
(2) different workplace processes:
a) Make sure all workers are properly trained.
b) there is need to create safety plan.
Sources of information:
a) Equipment and machinery operating manuals
b) Safety data sheet provided by chemical manufactures.
c) Self-inspaction reports and inspaction reports from insurance
carriers, government agencies and consultants.
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SUBMITTING YOUR ASSESSMENT
Please ensure that you have completed ALL required work in your
Assessment Workbook before uploading your files.
Please take note that once you have submitted the assignment for
grading, you can no longer submit another assignment for the same
subject until it has been marked by an Assessor.
There are several ways to upload different types of files (video, folders,
documents, etc). Read and follow the instructions in the Submitting
An Assessment document.
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WORKBOOK CHECKLIST
When you have completed assessing the assessment workbook, review
the candidate’s assessment against the checklist below:
The candidate has completed all the assessments in the
workbook:
Knowledge Assessment
Part 1A: Legal and Ethical Compliance
Part 1B: Legal and Ethical Compliance
Part 2A: Safe Work Practice for Direct Client
Care
Part 2B: Safe Work Practice for Direct Client
Care
Case Studies
Project
The candidate has completed the templates/submitted
all of the following evidence:
Case Study 1 – Alex
Task 1 – Case Study Questions
Task 2 – Simulated Email
Case Study 2 – Clark
Task 1 – Case Study Questions
Task 2 – Complaints Policy and Procedure
Case Study 3 – Eliza
Task 1 – Case Study Questions
Task 2 – Policies and Procedures for Infection Control
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Additional Case Study Activities
Task 1
Video recording of roleplay activity
Task 2
Screenshots of email
Simulated Email
Case Study 4 – Dennis Kyle
Part 1 – Task 1 – Case Study Questions
Part 1 – Task 2 – Internal Staff Injury Form
Part 1 – Task 3
Simulated Email
Hazard Report Form
Part 2 – Task 1 – Case Study Questions
Part 2 – Task 2 – Simulated Email
Video recording of roleplay activity
IMPORTANT REMINDER
Candidates must achieve a satisfactory result in ALL assessment
tasks to be awarded COMPETENT for the units relevant to this
cluster.
To award the candidate competent in the units relevant to this subject,
the candidate must successfully complete all the requirements listed
above according to the prescribed benchmarks.
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